managers in motion: unchain store managers from the back office to better manage the new all-channel...
DESCRIPTION
Despite the rise of e-commerce, The Store still represents the centerpiece of the customer experience, and plays a critical role converting shoppers to buyers and building loyalty. As such, every minute the store manager spends in the back office is a minute not spent ensuring that the store is functioning at maximum effectiveness. Unchaining store managers from back office duties free them up to accomplish the ever-growing list of store activities that determine the quality of the customer experience. This presentation discusses the new expectations of today's store and how new Workforce Management technology can help: Streamline and mobilize time consuming managerial tasks. Improve store execution and productivity. Align staff scheduling to sales and service demands. Efficiently and profitably facilitate "buy online", "pickup in store" orders.TRANSCRIPT
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Managers in Motion Unchaining Store Managers from the Back Office to Drive Better Experiences
A JDA Webinar
August 15, 2013
#WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
1 2 3 4 5 The Store Still
Matters Expectations &
Experiences
Barriers to
Success Overcoming
the Barriers
How JDA
Can Help
Dave Bruno Product Marketing Director, WFM
@DaveTheWaveSD
#WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
1 The Store Still Matters
#WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Despite Digital Influence, Most
Still Prefer to Buy In-Store
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0% 25% 50% 75% 100%
Furniture
Grocery
Apparel
Health & Beauty
Electronics
Books, Music, Video
Research and Buy in Store
Research Online, Buy in Store
Research and Buy Online
Research in Store, Buy Online
9 of 11 product categories surveyed the majority of
consumers prefer to use stores for purchasing
50%
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Still the Place Where Most Shopping
Journeys Cross the Finish Line
90% of all non-grocery retail revenue
in the US and UK was transacted
inside a store
In 2012…
Source: Forrester
85% By 2015?
of all non-grocery retail
revenue in the US and UK will
still be transacted in a store
Source: Forrester
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
The Store: Once Again the Centerpiece of the Cross-Channel Journey
2012
Source: Cisco Internet Business Solutions Group (IBSG)
2011
57% Research Online Buy in Store 65%
24% 29% Research on Mobile Buy in Store
38% 40% Research in Store Buy Online
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
2 Expectations & Experiences #WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
The Information Age Has Come To the Retail Store
53% Compared to 2011…
Are more demanding of visibility
into pricing information
(including comparative)
46% Are more demanding of
information about promotions
and coupons
40% Are more demanding of access
to all forms of decision-making
information
Source: Cisco Internet Business Solutions Group (IBSG)
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Most Retailers Have Not Kept Pace
61% of retail managers believe shoppers
are better connected to product
information than store associates Source: Motorola 2012 Holiday Shopping Survey
( ) 51% that’s up from
in 2010
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Source: Motorola 2012 Holiday Shopping Survey
Shoppers (Across Generations) Tend to Agree
32% 38% 46%
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Fulfillment (In)Flexibility Leaves Shoppers…Unfulfilled
91% of consumers would take
advantage of buy online, pickup
in store options if offered Source: IBM
46% of US retailers offer
the service as an option
Source: IBM
Only…
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
click & collect outlets in France
1 of German grocery shoppers
choose drive-through over in-store 2
of all UK online orders are click & collect
3
Lessons to Be Learned From Across the Pond?
700 23% 10% 1-LSA Research 2-Aldata 3-IMRG
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
In General, Store Shopper Satisfaction is Slipping
15% Source: IPG Media Labs
Store shopper satisfaction is declining
per year
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Shoppers Express Their Displeasure with Their Wallets
72% of holiday 2012 shopping related
walkouts resulted in lost sales
Overstating the Obvious?
Source: 2012 Motorola Holiday Shopping Survey
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Shoppers Express Their Displeasure with Their Wallets
$156 per abandonment
Source: 2012 Motorola Holiday Shopping Survey
However… they took with them
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Shoppers, Retailers Agree: Winning Experiences Win
49% Source: Accenture 2013
of consumers believe the best thing retailers
can do to improve the shopping experience is
to better integrate in-store, online & mobile
75% Source: Motorola 2012
of US retailers believe that a more engaging
in-store experience will be critical to their
business in the next 5 years
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
3 Barriers to Success
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Performance Doesn’t Match Importance
Importance vs. Performance of Physical Stores
Grocery Mass Merchant Specialty
92% 92% 97%
78% 78%
85%
How Important
Are stores?
How Are Stores
Performing?
Sourc
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Supply
Chain
Insig
hts
2013
14% 14% 12%
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Workloads Keep Expanding…
71% Source: Integrated Solutions for Retail
of store managers indicate that the
amount of work their stores need to
do has increased in the past year
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
…While Store Payrolls Keep Shrinking
72% Source: Integrated Solutions for Retail
of store managers indicate that their
labor budget has stayed the same
or decreased in the past year
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
$0
$200
$400
$600
$800
$1,000
$1,200
2000-2004 2005 2006 2007 2008 2009 2010 2011 2012
Productivity Has Proven Problematic
e-Commerce
Grocery
Mass Merchant
Specialty
Revenue per Employee
#WFMWebinar
Source: Supply Chain Insights 2013
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Strategic Shortcomings
Source: SD Retail Consulting
of US retailers are planning to unveil
a pilot in-store pickup program by
YE 2013 24% Only…
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Strategic Shortcomings
Source: SD Retail Consulting
of US and UK retailers have not invested
sufficiently in training their store staff on how
to handle multi-channel customers in-store 80% A Whopping
• Showrooming
• Competitive price matching
• In-store pick-up requests
• Addressing knowledge
shoppers gained online
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Source: SD Retail Consulting
of retailers indicate that field management is
providing the leadership necessary to drive
improved productivity through their physical stores
in the new multi-channel environment
25% Fewer than
Lack of Leadership is Part of the Problem
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
No Shortage of Strategic Challenges
Source: RSR Research 2012
Need to meet consumer demands
for better customer service 58% Need to improve top line
via better store experiences 58% Need to improve store execution
of corporate strategy 47% Need better accountability for store
readiness and customer service 38%
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Impediments to Excellent Experiences
44% 33% Managers spend too much
time in the back office
Employees spend too much
time on non-selling tasks 41% 47% Employees pulled in too
many different directions 33% 53% Unable to respond quickly
to events on sales floor 30% 33% Source: RSR Research 2012
Winners Laggards
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
A Constant Concern
Source: 2013 AT Kearney
34% of their time interacting
with customers
And only…
39% Store managers spend
of their time on administrative & merchandising compliance tasks
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
37% of retailers indicate that store managers
lack information they need on the sales floor and they spend too
much time in the back room
Actionable Information Not Available Where Needed
Source: RSR Research 2012
Root Cause?
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Three Keys to Overcoming the Challenges 4
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Smarter Schedules: A Smart Place to Start 1
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Big Data: Big WFM Opportunity
Machine learning & artificial intelligence combine to leverage data to greatly improve utilization and allocation science
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Big Data: Big WFM Opportunity
Resulting in schedules that require much less local management intervention
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Smarter Schedules Promise Payback
50% of retailer winners identify
“software that schedules the right mix of labor” as a Top 5 technology with potential to
deliver value in the store Source: RSR Research 2012
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Scheduling Value Clearly Calculates
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Best in Class Schedulers
Laggards
7.1%
16.0%
8.1%
-1.1% -1.1%
10.5%
14.3%
4.1%
Source: Aberdeen Group 2012
2x
8x
10x
3x
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Those Who Tackle Tasks Triumph
The merchandise is in the store, it just can’t make the jump from the shelf in the back to the one in front. There’s not the people to do it.
“ ” --Store Worker
2 #WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Leaders Manage More Tasks, More Effectively
26% more likely to have task
management tools
Best-in-Class Retailers are
Source: Aberdeen Group 2012
30% And their managers are…
more likely to have task management dashboards available to them
#WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
A Good Game Plan Helps Gain Ground
44% of retailers identify improving store
operations workflow as key to improved in-store experiences
Source: Aberdeen Group 2012
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Task Management Best Practices
Centralized Communication
5 4 3 2 1
Task Prioritization & Workload Balancing
Easy Access to Task Status w/Systematic Issue Escalation
Executive Dashboards
Integrated Mobility
#WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Mobilize…Everything 3 #WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Retailers Weigh Mobility’s Impact
4.16 Customer Service
3.73 Task Management
3.56 Endless Aisle Selling
3.16 Self-Service Scheduling
Functions Mobility Can Impact?
Source: JDA, “Workforce in Motion” 2013
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Self-Service Shifts Drive Engagement
14% Employee self-service
scheduling apps delivered via mobile increase employee
engagement
Source: Aberdeen Group 2012
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Shift Bidding Buys Manager Time
30% Real-time, two-way, multi-channel communication with employees via SMS, e-Mail or IVR yields a
Source: JDA 2013
increase in short-notice shifts being filled
45 Streamlined communications also
dramatically reduces scheduling times and other expenses, including
Source: JDA 2013
saved per shift needing to be filled on short notice
minutes
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Mobile WFM Keeps Managers in Motion
3Retail organizations that
use mobile WFM tools
improve manager productivity
Source: Aberdeen Research
more than those not using mobility for WFM
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Summary and Conclusions #WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
5 How JDA Can Help #WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Customers 35 Countries 250
1.2M Employees 100,000 locations
TASK
MANAGEMENT SCHEDULING TIME &
ATTENDANCE
LABOR
MANAGEMENT
Industry-leading Retail
WFM capabilities…
available in the Cloud
#WFMWebinar
Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
JDA Schedule Optimization
Employee Preferences - Availability
- Hours per day/week
- Vacation and Time Off
- Skills & Certifications
Task Management - Non-Service Labor Needs
- Planograms, Resets, etc..
- Permission and Priority
- Due Dates
Labor Demand - Customer Service
- Minimum Requirements
- Restaurant Characteristics
Budgets - Labor Hour Budgets
- Dollar Budgets
- Lowest Cost Schedule
Rules & Regulations - Meal and Break Rules
- State regulations
- Business Rules
1
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Smarter Scheduling at Work
Pharmacy Retailer 6,000 Employees 250 Stores
Improvement matching schedules to demand increased store manager time on floor by 50%
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Smarter Scheduling at Work
88% reduction in
overtime spend
170 basis point improvement in labor as percent of sales
17 point Net Promoter
score increase
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
JDA Task Management 2
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Task Management at Work
Grocery Retailer 135,000 Employees 1,000 Stores
Integrated Task Management with Scheduling to streamline truck to shelf and improve customer experience in highly promotional business
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Task Management at Work
6.7% reduction in
hours invested
29% reduction in
premium labor
8-12% improved manager coverage
during key weekend days
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Mobile Shift Connect
Mobile Employee Connect
Mobile Manager Connect JDA Task
JDA Mobility for Workforce Management
----- EMPLOYEE ENGAGEMENT ----- ----- EXECUTION & CUSTOMER SERVICE -----
------ EMPLOYEE SCHEDULING ------
3
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Mobility at Work
Sports Complex 5,000 Employees
Implemented Mobile Shift Connect to end over-staffing by >10% to account for absenteeism and their inability to staff on short notice
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Mobility at Work
22% reduction in time spent on
pre-event scheduling
40% reduction in over staffing
5 ( instead of two hours )
short notice shifts are staffed in
minutes
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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
Learn More…
Recruiting, Retaining and Engaging the New Face of the Retail Workforce
Webinar On Demand
http://www.retailtouchpoints.com/workforce-in-motion
http://slidesha.re/1eEtw2J
News, Insights, and Perspectives from Around the Industry
Workforce 20/20
http://www.scoop.it/t/workforce-2020
Brochures, White Papers, Case Studies, Videos and more…
JDA.com
http://www.jda.com/solutions/wfm-workforce-management/#overview
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Thank You
Questions?